Bought a handbag at a store. The day after I use it I notice the fabric connecting to the handle is tearing apart. Called the store and told them. They didn't care and said they would replace it. I live 2 hours away from the nearest store. They didn't offer to return it or ship me a new bag. Their online customer service through email has yet to respond. It's been two weeks. I sent pictures of the torn bag to them today. Maybe that will help. Very poor service for a retailer that charges hundreds of dollars for their bags... defective no less.

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their delivery is too slow. i paid extra usd 10 for shipping goods. but they needed about 2 days to process and shipped it. so, overall, 4 business days were used until I received my goods.
if you need anything urgently, dont use their website.

The customer service wastes me 45 minutes for nothing. Katespade if you do not have anything to make it up your fault, please DO NOT WASTE MY TIME.

I bought 2 handbags during the black Friday sales for my friends as Christmas gift. She spent hours to pick the one she liked. I got 3 emails afterward: first is the order confirmation email; second is "excuse us for the delayed order"; third one is the email with tracking info one week after my order is placed.

When I checked the details in the last email, I found one item (1 handbag) is missing. I called and complained I never known about the change in my order until it is shipped. They said I should have got an email (obviously i haven't, and yes I SHOULD GET ONE). Now it is Dec 7, and it is no way I can send this as Christmas gift for my friend oversea. The customer service put me on hold for total about 15 min JUST TO CHECK IF I HAVE RECEIVED SUCH EMAIL.
They later confirmed it is THEIR FAULT they didn't send me one. They tell me I can get something else on the website. BUT this is not helping. I want the deal 75% off, which the sales is not no longer available. I understand item may be in stock but at least I should get notified. This is the basic right as a buyer. Forget to send me an email is an excuse. Please review your business policy. Admit and make it up for your fault is the basic business ethics you should abide by. It is ridiculous to put me on hold 30 mins (out of the 45 minutes phone call) if you do not have intention to make it up.
Really disappointed at the way they do business.

Customer service is beyond unhelpful. Purchased a necklace from them and when it arrived, it was missing the gift message that was personally written. The tag near the clasp that reads "Kate Spade New York" had a sticky film all over it that I had to try to clean off myself.

I called customer service about these things. For the note, they said they would resend it. For the dirty necklace, they said I should refer to the care and cleaning instructions. It wasn't until they told me to look at the care instructions that I realized they never packaged the care and cleaning instructions either. I called them several times and some of them were quite rude with me on the phone.

They sent a tracking number when they mailed the gift message but the tracking number they gave me didn't exist on the UPS system.

When I finally receive the physical gift message, the paper is bent and dirtied with black smudges on it.

STAY AWAY FROM KATE SPADE ONLINE. VISIT A STORE IF YOU CAN.

Placed and 2 days later got a "order cancelled" email with absolutely no explanation. No one in their customer service could tell me why it was happening, my bank said everything on their end is fine. Placed it again with their representatives on the phone and 2 days later got the same cancelled order email. This is the worst customer experience. At this point I never want to do business with them again, but it was definitely disappointing considering I was excited about the dresses when I ordered them.

I love their stuff but their customer service is horrible! I ordered a bag and a necklace. The necklace was apparently not in stock so they couldn't fill that part of the order. Then the bag went on sale literally two days later. So I called to see if they can do a price adjustment like all normal companies. It took 20 minutes of being on hold and the rep had no idea what to do. Finally I requested to speak to a manager and was told there was no manager. He then calls me back and said "I know what you mean now and the price adjustment will be given".

It's been a week and so far no price adjustment has shown up but I was charged in full.

I just called then back to follow up and was just told there's no price adjustment being given and they won't do it now.

What?! They obviously don't care at all about their clients. At this point, I'm so frustrated by the incompetence and waste of my time. I'm returning the bag and not dealing with them anymore.

I will never order from Kate Spade again. I ordered the bond sawyer purse during their surprise 75% off sale. I received order confirmation, then I waited... and waited for shipping information. It's been almost a week, and today I received a cancellation notice for the order. When I called to inquire, they told me that they had no way to provide an "out of stock" message. So, they basically oversell their items. Thanks, but no thanks!

I wrote a review for JackSpade.com recently so I thought I should write one for KateSpade.com as well. After all, I actually did buy a buy from that site. I'm a sucker for simplicity, and after a long, drawn-out hunt for the perfect plain black Kate Spade handbag at local retailers, I settled on getting it directly from katespade.com. A step up from the Jack Spade website, Katespade.com offers views inside the bags, zooming ability, and details that are needed to make your decision. In the end, I was happy with my bag, it came promptly and with a cute cover bag to keep it clean and safe when I'm not using it.